Plant

Customer Experience Operations Manager

Taipei

R-2054

Customer Experience Operations Manager

  • Taipei

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

​What you’ll do?
- Accountable for day-to-day management of contact center operations by leading, developing and coaching a group of team leaders.
- Engages and supports the development of the team to ensure better performance and succession planning.
- Works closely with the TA team to drive recruitment and WFM to ensure effective resource planning for the team.
- Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
- Lead and manage the performance of the team by monitoring the team’s KPIs, producing individual development plans and coaching when necessary.
- Address disciplinary and/or performance issues; make effective and appropriate decisions relative to corrective action as required.
- Compile and provide evaluation of processes, procedures, data, and metrics to identify trends and opportunities for continuous improvement.
- Coordinates and implements mid to large scale projects of varying complexity.
Perform other related duties as assigned.

What you’ll need?
- Degree holders with a proven track record of managing a contact center
- 1-2 year experience in managing a group of team leaders
- Working knowledge of systems used in Contact Centre is an added advantage.
- Excellent communication skills, fluent in spoken and written for English and Mandarin languages
- A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that’s not afraid to work independently when required.
- Globally-minded and comfortable working with people from a different cultural background and in different time zones.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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